Help Desk Supervisor

State Role Title: Info Technology Specialist II

Hiring Range: $86,239 - $91,413

Pay Band: 5

Agency: Dept of Med Assistance Svcs

Location: Dept of Medical Asst Services

Agency Website: www.dmas.virginia.gov

Job Duties

The Department of Medical Assistance Services (DMAS) is excited to offer a competitive opportunity to serve as the Help Desk Supervisor in the Appeals Division. Job responsibilities will include, but are not limited to:

• Motivate and manage a team of information technology specialists within the Appeals Division to provide support for the Appeals Information Management System (AIMS).
• Help technical support channels (phone and email) and the Appeals mailbox (email), including providing quality real-time internal and external AIMS technical support, troubleshooting reported system issues and creating defect tickets, reviewing and validating AIMS registration requests, and providing quality assurance of AIMS letters.
• Provide leadership for the Information Technology Systems (ITS) team in the Appeals ITS Manager's absence, including preparing weekly reports and presenting at the weekly Leadership Team meeting, as needed.
• Provide excellent customer service, treating everyone who interacts with the Division with respect and dignity; ensure every appellant receives full due process; support a collaborative and positive work environment; and produce a quality work product.

The business needs of the position have in-office requirements to include but are not limited to attending the in-person training and/or meetings and collaboration with DMAS stakeholders. Located in beautiful Central Virginia, the Richmond area puts you just 2 hours from the Blue Ridge Mountains, Virginia Beach and Washington DC. To learn more about the Richmond, VA area visit: https://www.virginia.org/

Minimum Qualifications

Competitive candidates will meet these minimum qualifications:

• Considerable experience providing technical help desk support.
• Considerable experience troubleshooting system issues to implement solutions.
• Considerable experience applying policies and procedures to meet customer needs.
• Experience supervising and directing the work of others to meet established time frames.
• Considerable experience with information technology services and solutions.
• Experience interpreting and applying federal and state laws and regulations.
• Considerable experience managing competing priorities and meeting deadlines.
• Considerable experience with internal and external stakeholders.

Additional Considerations

Competitive candidates should meet these additional considerations:

• Experience with call centers.
• Experience with case management systems.

Contact Information

Name: DMAS Talent Acquisition

Phone: 804 - 225 - 4407

Email: askhcdtalentacq@dmas.virginia.gov